BMC gears up on services

Applications management vendor BMC Software is focusing its Asian efforts this year on enhancing its services business, and has begun implementing a number of new programs.

"Providing services is very, very important to us," said Chua Tock Ling, vice president and general manager, Asia-Pacific, BMC, speaking at the company's first Assurance 2000 exhibition and conference in Las Vegas last week.

"Our Service Assurance Center (SAC) program has a substantial services component," Chua said. SAC and OnSite will be the main focus of the company in Asean (Association of Southeast Asian Nations) this year, according to Winston Tay, managing director, Asean, BMC.

The SAC program uses a combination of services, methodology and products to ensure that a customer's mission-critical applications meet high standards of uptime and performance. This means that while BMC's suite of products, such as Patrol, is key to monitoring the status of any application, its service management methodology and professional consulting division are equally important to the program's success.

The OnSite program, which certifies that a customer's website has guaranteed levels of performance, goes beyond the implementation of an SAC. BMC requires participants of OnSite to undergo biannual audits to ensure continued compliance to the latest service management standards.

Rapid growth and BMC's emphasis on delivering such service-intensive offerings is forcing the company to increase its staffing requirements.

"The growth of our professional services organisation is key to the advancement of BMC," said Chua. "We will grow it organically as well as with select partners.

"We have five people in Asean doing consultancy," said Tay. "We expect to grow to 15 by the end of the year. As a result, services revenues in the region are expected to grow rapidly. BMC's worldwide services was valued at $US100 million last year, a figure it plans to double this year."

"Today services represent 5 to 10 per cent in Asean," he said. "If we can hire enough consultants, and are able to get customers to focus on the overall system rather than just the product, services can represent up to 50 per cent of revenue."

According to Tay, BMC expects its Southeast Asian revenue of about $US25 million to grow in excess of 50 per cent per year.

The company last week also announced two local organisations which have subscribed to BMC's latest programs.

Citibank's data centre in Singapore, which serves 67 countries worldwide, is in the process of implementing the country's first SAC for its funds transfer.

"This is the first application for which we are using BMC's methodology," said Ramon Karingal, vice president, Asia-Pacific processing centre, Citibank. "But we intend to extend it to other applications we have."

Karingal noted that one reason for implementing BMC's system is user satisfaction.

"The data processing centre's internal customers are very demanding with the applications they use because they have to maintain high service standards to customers of the bank," he said.

Meanwhile, local application service provider Information Fusion is targeting OnSite certification.

"We are embedding BMC's products in ours to ensure high availability to our supply chain management software like inventory and warehouse control," said Christopher Yeo, group chief executive officer, Information Fusion. "We want to guarantee our customers 99.99 per cent uptime, and the OnSite program enables us to offer that service level guarantee."

Apart from its own professional services, BMC has also enlisted the help of local companies to push out its management products.

The company last week signed memoranda of understanding with software vendors Finesse Alliance and Beans Factory at its Assurance 2000 event in Las Vegas. Both companies will embed BMC's technology in their products so that they can be managed by the Patrol management suite.

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